Key Accountabilities/Deliverables/Outcomes and Approximate Time Split
Business Growth: Time split 60%
- Understand and implement business strategic
initiatives for the branch aimed at increasing new business and wallet
share from existing customers.
- Have a clear understanding of all Retail and
Business Banking products that could satisfy customer needs.
- Manage portfolio risks in line with banks’
portfolio appetite.
- Collaborate in the development and
implementation of sales initiatives with other business functions i.e.,
Direct sales team, Asset Finance, CIB, and Bancassurance to maximize
cross-selling and better customer profiling opportunities.
- In conjunction with the branch manager, Industry
heads, and products, conduct product reviews and development through
constant feedback from the market.
- Continuously conduct market intelligence to
identify new markets, customer trends, new government /directives, and
changes in policy by regulators.
- Contribute to the development of branch sales
strategy.
- Plan and coordinate any marketing approaches for
new business and actively develop existing relationships.
- Actively seek to grow own portfolio and
cross-sell to ensure delivery of set Targets.
- Appraise and promptly address customer issues
/complaints escalating as necessary to ensure timely resolution as per the
set standards.
- Ensure quality sales and new to-bank accounts
within your portfolio are promptly funded at customer onboarding.
- Continuously monitor own performance against
targets agreed on, daily for new and existing clients. Initiate
appropriate action plans to address any shortfalls in performance.
- Operationalize campaigns as required with the
Branch Manager and the business.
- Always ensure excellent customer experience
- Drive business targets through strict TAT
observance and high-level service delivery standards.
- Should not advise an existing customer to open a
similar account in their respective Branches with a view of moving funds
between the accounts.
- Should not close an existing account in your
Branch/domiciled in another Branch with a view to re-opening a similar
account.
- Accounts re-streaming should be carried out in
line with the Banks policy.
- Together with BM, create ownership of the branch
performance targets. Agree on branch execution plans/strategies and ensure
they are aligned to the Bank’s overall strategy- Growth, Transformation,
and Returns.
Internal Controls & Risk Management: Time split
10%
- Ensure that Absa bank¡¦s policies and procedures
are always adhered to when handling different products.
- Ensure adherence to all KYC & AML Processes
regarding new and existing business and that proper documentation is in
place.
- Ensure compliance with Operations Risk
requirements to avoid losses arising from operational lapses.
- Manage costs within your area of operation.
- Effectively carry out branch snap checks as
assigned by the assistant branch manager.
- Ensure the new business is properly booked and
all income due to the Bank in terms of charges, commissions, and fees are
collected as per the current tariff.
- Accurate customer information is captured in the
core banking system.
Customer Experience: Time split 20%
- Ensure excellent customer experience is always
maintained.
- Ensure set TAT in account onboarding and loan
processing is always achieved.
- Appraise and promptly act on customer issues
/complaints escalating as necessary to ensure timely resolution.
- Ensure set TAT in response to customer queries
by phone, email, or letters is strictly adhered to.
- Ensure customer data is always up to date.
- Ensure branch NPS scores are maintained as per
the set standards.
- In conjunction with the Branch Manager,
co-ordinate branch initiatives aimed at gathering feedback from customers
on service standards and advise leadership for improvements.
- Monitor service to ensure customers are served
within acceptable waiting time having a work plan for both peak and
off-peak periods.
Capacity Building & People Management: Time split
10%
- In conjunction with the Branch Manager,
Assistant Branch Manager, and other branch colleagues create a conducive
work environment, teamwork, and effective succession opportunities to
ensure maximum productivity.
- Ensure the assigned e-learning and internal
training activities for self and direct reports are undertaken within set
timelines.
- Determine and manage Training Needs Analysis and
own succession planning.
- Manage your own leave by working closely with
your Line Manager
Role/person
specification
Qualification
- Business related degree
Preferred Experience
- Familiarity with various banking products and
services, such as checking accounts, savings accounts, loans, and credit
cards.
- A solid track record of achieving sales targets,
& the ability to drive sales and deliver excellent sales targets set
by the bank.
Knowledge and Skills
- High attention to detail & high sense of
urgency.
- The need to be flexible and adaptable in order
to meet the challenging demands of the job.
- Ability to work under pressure to very tight
timescales whilst producing an output of the highest quality.
- Ability to deal with and relate well with staff
of all levels.
- High focus on internal customer service
excellence.
How to
Apply
